استخدام Service Desk Specialist
شرح موقعیت شغلی
Responsibilities:
- Providing technical assistance and support to users who encounter issues with their hardware, software, applications, or network connectivity.
- Identifying and diagnosing technical problems, then determining the best course of action to resolve them efficiently.
- Logging, tracking, and prioritizing support requests using helpdesk software or ticketing systems. This involves maintaining accurate records of issues, resolutions, and communication with users.
- Documenting troubleshooting steps, solutions, and frequently asked questions to build a knowledge base that can be referenced by both helpdesk staff and users.
- Identifying and responding to incidents, such as outages, performance degradation, or configuration errors. investigating incidents promptly, determining their basic causes, and reporting them to owners.
- Responding to alerts generated by monitoring systems or automated alerts from devices or services.
- prioritize alerts based on severity and impact, then take appropriate action to address the underlying issues.
Technical Skills:
- Strong knowledge of computer systems, hardware, software, and networking fundamentals. This includes understanding operating systems (Windows, macOS, Linux), troubleshooting common software issues, and basic knowledge of network protocols.
- Understanding basic cybersecurity principles and best practices is important for safeguarding sensitive information and protecting against potential security threats.
- Proficiency in using network monitoring and management tools such as VMWare Aria Operation, Zabbix, or Wireshark.
- Configure monitoring systems, set up alerts and interpret performance data to identify network issues.
Soft Skills:
- Collaboration with other IT professionals and departments is often necessary to resolve complex issues or implement changes effectively. Helpdesk personnel should be able to work well in a team environment, sharing knowledge and expertise to achieve common goals.
- Ability to analyze technical issues, identify root causes, and develop effective solutions in a timely manner.
- Thoroughness and attention to detail in designing, implementing, and documenting infrastructure configurations and procedures.
مهارتهای مورد نیاز
- specialist
- IT
- Linux
حداقل سابقه کار
- سه تا شش سال
جنسیت
- مهم نیست
وضعیت نظام وظیفه
- مهم نیست